Article: Breakdown

Hugo had no choice but to call the local large-chain auto parts retailer.  Enough unsatisfying experiences made them his last resort for anything auto related.  This time, though, his clutch cable was broken – near his home, thankfully – and it was too late to travel by bus to another supplier. So, he called the store, placed the order for a clutch cable…pick up tomorrow at 11am.  Great!  Easy.  The guy on the phone was helpful, efficient, friendly…unlike what he had experienced before.  Seeds of changing his mind about the company were...